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| HEdPERF Skala kvaliteta usluga u visokom obrazovanju× | Skala kvaliteta usluge SERVQUAL× | |
|---|---|---|
| Oblast | Marketing menadžment | Marketing menadžment |
| Porodica | Process / pipeline | Process / pipeline |
| Godina nastanka≠ | 2003 | 1988 |
| Tvorac≠ | Ganesan Srikanthan, John F. Dalrymple | A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry |
| Tip≠ | Multi-dimensional higher education service quality scale | Multi-dimensional service quality scale |
| Temeljni izvor≠ | Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138. DOI ↗ | Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. link ↗ |
| Drugi nazivi | HEdPERF, Educational Service Quality Scale | Service Quality Instrument, Gap Model |
| Srodne | 4 | 4 |
| Sažetak≠ | HEdPERF is a 41-item scale designed specifically to measure service quality in higher education contexts, developed by Srikanthan and Dalrymple (2003). Extending SERVQUAL's framework to academic environments, HEdPERF captures unique dimensions of educational service: Academic Aspects (teaching quality, curriculum relevance), Non-Academic Aspects (administrative efficiency, physical facilities), Reputation (institutional prestige, employability), Access (availability of information, ease of enrollment), and Programme Issues (program content, skill development). The scale addresses the distinctive characteristics of educational services, which blend academic content delivery with student support and institutional experience. | SERVQUAL is a 22-item, multi-dimensional scale developed by Parasuraman, Zeithaml, and Berry in 1988 to measure consumer perceptions of service quality. It captures the gap between customer expectations and actual service performance across five core dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The instrument has become the most widely used tool for service quality assessment in marketing research and practice. |
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